Catherina Scanlon-Tanla
Summary
Highly motivated and dedicated college graduate with a strong academic background in athletic training, criminal justice, and cognitive psychology. Possessing a global upbringing, I have cultivated exceptional interpersonal skills and a natural ability to connect with diverse individuals. Committed to delivering outstanding results, I thrive on meeting new people and consistently strive to exceed client expectations. Extensive exposure to different cultures has provided me with a unique perspective and a deep appreciation for diversity. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Front Desk Receptionist
Clinical Psychology Services
03.2024 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Completed data entry and filing to keep records updated for easy retrieval.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Implemented more efficient mail distribution system, ensuring timely delivery of correspondence to staff.
- Maintained strict confidentiality of sensitive information, upholding privacy standards.
- Improved communication flow by establishing daily briefing for front desk and administrative staff.
- Streamlined check-in processes, reducing wait times for guests.
- Enhanced team knowledge by sharing best practices in customer service and front desk operations during meetings.
- Improved office efficiency with diligent management of appointment scheduling and calendar coordination.
Front Desk Manager
Hilton Garden Inn Hotel
09.2023 - 02.2024
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Checked guests in out of hotel, made reservations, and processed payments.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Managed front desk maintenance of client records and lab data.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Attended staff meetings and brought issues to attention of upper management.
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
- Developed strong relationships with corporate clients, securing long-term contracts for group bookings.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Promoted upselling opportunities to maximize revenue through available add-ons and packages.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Ensured data accuracy through regular audits of guest profiles.
- Implemented policies and procedures to maintain compliance with brand standards and local regulations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Front Desk Supervisor
Aqua Tots
03.2023 - 10.2023
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Scheduled and assigned daily work and activities for team members.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
Assistant General Manager
Amerilodge Group Michigan
02.2021 - 01.2023
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed budget implementations, employee evaluations, and contract details.
- Collaborated with other department managers on cross-functional projects, fostering a cooperative atmosphere that drove overall organizational success.
- Analyzed sales data to identify trends and opportunities for menu expansion or modification based on customer preferences.
- Facilitated team meetings to discuss targets and strategies, fostering collaborative work environment.
- Improved operational workflows, resulting in smoother running of establishment.
Tjmaxx
Kimberly
10.2021 - 02.2022
- Brought forth excellent customer service skills and a commitment to customer satisfaction
- Maintained up-to-date knowledge of all retail promotions
- Perused customers to get the Tjmaxx cards
- Efficiently work in all different departments
- Was flexible to move around, to departments that needed the help.
Dunkin Donuts
Sara Lesher
06.2021 - 08.2021
- Worked to ensure a neat and attractive sales environment, and assisted in the setup of visual displays
- Worked to achieve high customer satisfaction rates by providing optimal customer service and creative tattoo work
- Made sure to keep up to date about promotions
- In charge of the money/ was a shift leader.
Education
Bachelors - Athletic Training
Western Michigan University
Kalama, WA04.2021
Bachelor of Arts - Criminal Justice
Western Michigan University
Kalamazoo, MI04.2021
Bachelor of Science - Cognitive Psychology
Western Michigan University
Kalamazoo, MI04.2021
Skills
- Customer Service
- Adaptability
- Fast Learner
- Teamwork
- Computer Skills
- Leadership
- Ability to Work Under Pressure
- Ability to Work in a Team
- Communication
- Time Management Skills
- Customer Relations
- Time Management
- Listening Skills
- Cash Handling
- Computer Proficiency
- Team Collaboration
- Hospitality services
- Front Office Management
References
- Rita Sertic, Apple Knockers, info@appleknockersicp.com, (269)370-5665
- Victor Taylor, Family and Children Services, vctwmu23@outlook.com, (269)271-4363
- Mckenzie Murphy, Aqua Tots, mckenziemurphu09@gmail.com, (248)416-2624
Hobbies and Interests
- Snowboarding
- Traveling
- Cooking
- Plating sports
- Outdoors
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved customer gratuity by helping resolve an issues with accuracy and efficiency.
- Supervised team of 25 staff members.
- Achieved a high rating from customers while managing a hotel by myself without a GM for 3 months by working with my team and helping in every department.
Languages
French
Native or Bilingual
Thai
Native or Bilingual
German
Full Professional
Portuguese
Full Professional
Norwegian
Native or Bilingual
Dutch
Full Professional
English
Native or Bilingual
Russian
Professional Working
Timeline
Front Desk Receptionist
Clinical Psychology Services
03.2024 - Current
Front Desk Manager
Hilton Garden Inn Hotel
09.2023 - 02.2024
Front Desk Supervisor
Aqua Tots
03.2023 - 10.2023
Tjmaxx
Kimberly
10.2021 - 02.2022
Dunkin Donuts
Sara Lesher
06.2021 - 08.2021
Assistant General Manager
Amerilodge Group Michigan
02.2021 - 01.2023
Bachelors - Athletic Training
Western Michigan University
Bachelor of Arts - Criminal Justice
Western Michigan University
Bachelor of Science - Cognitive Psychology
Western Michigan University
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